Experience

Drivetech

• United Kingdom
• Education Administration Programs
• 100 - 200 Employee

• Customer Success Consultant

  • Jan 2023 - Present



Alphabet GB

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Manager, Driver Interaction Centre

  • Mar 2022 - Dec 2022

• Performance Specialist

  • Oct 2018 - Mar 2022

  Provide leadership to a team of 12, focused on delivering value-add solutions to our customer base.Ensure operation within the appropriate regulatory framework, including quality assessment checks to monitor compliance.Implementation of new customers into the Alphabet Operations infrastructure, including contractual & operational requirements and assisting with any bespoke IT requirements.Responsible for complaint and issue management, including escalations by senior customers or stakeholders within the business.Implementation of new suppliers, ensuring key operational requirements are identified and actioned as part of the process.Analysis of accident spend and risk data to provide enhanced training recommendations.Key contact for new business sales relating to the Driver Risk arena. Involvement in presentations to new and existing customers to discuss performance, key risks and benefits/drawbacks of any proposed changes to their services.Engagement with suppliers to monitor and manage performance, highlighting issues or feedback at the appropriate level. Review of monthly quality assurance data to provide solutions for either colleague or supplier improvement, employing the AGILE mindset.

• Maintenance Controller

  • Feb 2015 - Oct 2018

  • Complaint resolution – Compensation requests, vehicle rejections, complaints/queries surrounding mechanical recharges, ensuring suppliers offer the correct level of service and complaints are resolved on occasions they do not• Work authorisation – Approving maintenance repairs in line with team/personal KPIs whilst monitoring vehicle budget/spend• KPI & trend analysis – Reviewing team performance weekly and offering suggestions for improvement• Process improvement - Looking at various processes within the department and role and suggesting ways of streamlining this and improving it to ensure a high level of service to customers• Liaising with vehicle manufacturers – Discussing goodwill claims, warranty claim rejections, hire car provision, ‘problem vehicle’ rejection• Updating customer account information – Ensuring information on customers is accurate and up to date• Manage the downtime & repair of vehicles – Working with other teams and suppliers/manufacturers to ensure vehicle downtime kept to a minimum and company/customer financial risk minimised• Invoice processing – Validating and approving the payment of manual and ad-hoc invoices



Hitachi Capital (UK) PLC

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Technical Services Advisor

  • Oct 2011 - Feb 2015

  • Complaint resolution - Compensation requests, vehicle rejections, complaints/queries surrounding mechanical recharges, supplier issue resolution • Invoice Processing - Validating and approving the payment of manual and ad-hoc invoices • Updating customer information - Ensuring information on customers is accurate and up to date • Training of new starters and apprentices – Training in company processes and systems, offering guidance with customer/supplier queries or complaints • Manage the downtime & repair of vehicles - Working with other teams and suppliers/manufacturers to ensure vehicle downtime kept to a minimum and company/customer financial risk minimised • Liaising with vehicle manufacturers - Discussing goodwill claims, warranty claim rejections, hire car provision, ‘problem vehicle’ rejection • Customer satisfaction data collation & trend analysis – Review of customer survey data to identify problem areas and trends that could be used to identify improvement areas • Reimbursement claims – Validating and processing claims from suppliers and customers • Process improvement – Identifying issues with current processes to improve the customer journey



Gowrings Ford Basingstoke

• Auto Mechanic

  • Jan 2008 - Sep 2011

  • Vehicle service & repair - Service/repair & diagnostic work on passenger cars and LCV • Customer complaint resolution – ‘Repeat issue’ resolution, invoice discrepancies, compensation requests • Updating customer records – Ensuring customer information is accurate and up to date • Vehicle service & repair - Service/repair & diagnostic work on passenger cars and LCV • Customer complaint resolution – ‘Repeat issue’ resolution, invoice discrepancies, compensation requests • Updating customer records – Ensuring customer information is accurate and up to date